CUSTOMER EXPERIENCE COORDINATOR

Description

Lead the Enterprise Customer Success, Therapist Customer Success, and Support areas, ensuring a consistent experience for customers and therapists, operational excellence, and continuous improvement of customer success metrics. This position oversees the management of the Heads of these areas and serves as the primary owner of the CX area’s strategy, operations, and development. **Expected Profile** - Experience leading Customer Success, Support, or Customer Experience leaders and operations. - Commercial experience. - Strong people management and team development capabilities. - Analytical, organized profile with a strong focus on metrics. - Ability to structure processes and improve operational efficiency. - Strong communication skills and ability to influence various departments across the company. - Hands-on profile, comfortable operating both strategically and operationally as needed. - Desired: has founded or co-founded a startup, or has prior experience as an entrepreneur managing a significant team in their own venture. Responsibilities - Lead and develop the Heads of Enterprise CS, Therapist CS, and Support. - Ensure execution of the integrated Customer Experience strategy. - Monitor and improve metrics such as NPS, retention, churn, engagement, SLA, and support quality. - Establish processes, playbooks, rituals, and metrics to scale operations. - Collaborate closely with Product, Technology, Sales, and Operations to continuously enhance the customer experience. - Prioritize operational improvements and ensure excellence in team execution. - Develop leadership talent and build the CX management team. Desired Education Bachelor’s degree: related fields Requested Languages Portuguese: Native Compensation: R$10.000,00 per month Selection Question(s): * Have you founded or co-founded a startup, or do you have experience as an entrepreneur managing a significant team in your own venture? Experience: * Leadership and operations in Customer Success (Mandatory) Work Location: Remote